Service Specialist

Job Description

Job Description

Ozark National Life Insurance is hiring a full-time Service Specialist to join our expanding team!

The hours for this position are Monday – Friday, 8:00 AM – 4:30 PM, on site at our downtown Kansas City, MO office location.

Overview

This role supports policyholders, agents, and internal teams and plays a key role in responding to customer inquiries, resolving issues, and processing basic service transactions with a focus on customer retention within established guidelines and service level expectations.

Key Responsibilities

• Respond to incoming policyholder and agent calls, letters, and emails regarding billing issues, policy provisions, service questions, and general concerns while maintaining a high level of professionalism.
• Build positive rapport with customers to support retention and satisfaction.
• Identify and escalate complex issues to more experienced staff when appropriate.
• Update customer information in the database during and after each interaction.
• Review policy files, process requested changes and financial transactions, and issue confirmation correspondence.
• Maintain current knowledge of products, procedures, policies, and privacy regulations.
• Process payments by phone.
• Perform receptionist duties as needed.
• Assist with departmental and company projects.
• Update department correspondence and support other teams with communication needs.
• Research policy files and prepare detailed responses to customer inquiries and complaints.

Required Qualifications

• Demonstrated experience with basic computer skills, including Microsoft Windows, Outlook, Word, and Excel.
• Professional and personable telephone etiquette with the ability to remain courteous at all times.
• Ability to learn, comprehend, and apply knowledge of products and procedures.
• Strong organizational skills.
• Problem-solving abilities with attention to detail.
• Strong written and verbal communication skills.
• Self-motivated with the ability to work independently and as part of a team.
• High school diploma or GED required.

Preferred Qualifications

• Previous customer service experience, preferably in insurance or financial services.

Ozark National Life Insurance is a wholly owned subsidiary of Americo Financial Life and Annuity Insurance Company